情繫港怡
GHKConnect
GHK Connect is a monthly e-newsletter that brings you updates on GHK and helps staff better understand the values we embrace.
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Dear colleagues,
Our hospital is now three months open, and I am now almost one month in the job. I am proud to say that I can see we are working and improving our hospital together each and every day.
A few weeks ago, I mentioned three main challenges to focus on for the next few months. These were: (i) to improve our care processes and iron out all the teething problems, so that we can provide better quality care to all of our patients; (ii) to engage with communities and doctors so that we can bring our services to more and more patients, and (iii) to set a very high bar for service excellence, and create a “Gleneagles way” with the best service in Hong Kong. All of us must be ready to act to make this happen.
And I strongly believe we are progressing in all areas. As an example of process improvement, our pharmacy is working hard to improve its turnaround time and stock levels to provide better care and services, and they are seeing better results. On patient volume, we are seeing a gradual improvement in numbers of patients and services, such as radiology, in our A&E, and in inpatient admissions. We have been closing contracts with insurance companies, corporates and clinics, and adjusting prices to make our services more attractive to patients. Over the next few months, we will be opening more new services, such as radiotherapy and maternity. As to our service excellence, we are learning from our experiences and the feedback we get, and improving our standards every day.
It is on the last issue of service excellence that I would like to mention one recent experience. Recently, we had a case of a very unhappy patient, who needed immediate attention, but was repeatedly not served well. It appeared that some colleagues either did not pick up the patient’s signals, or were afraid that they would be breaking rules if they followed up. I have asked all HODs to discuss this case with their teams as an example to learn from. I ask you all to watch the ball, and always do what is right for the patient. In such instances, do not worry too much about official procedures or rules. We will always back you up if you do what the patient needs. Let us all keep this in mind and work together for the best patient experience. I am counting on you all to accomplish this!
Dirk Schraven
Chief Executive Officer
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Views exchanging at Town Hall Meeting
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On 6 June, our new CEO Mr Dirk Schraven and Deputy CEO Mr Lee Cheow Seng spoke with some 100 colleagues from various departments at GHK’s second Town Hall Meeting.
Mr Schraven shared with colleagues his enthusiasm for joining the dynamic team of GHK, and hailed the team's achievements so far. In presenting the priorities and expectations, he highlighted that it is important for all staff to think and act like decision makers in our respective areas and deal with issues as much and as proactively as we can. Speaking of GHK’s unique promises to Hong Kong patients that we offer quality healthcare services with high transparency, Mr Schraven called for staff’s concerted effort in getting the message out and making compelling cases for doctors and patients, so they would choose GHK over others.
 
During the meeting, Mr Lee updated everyone on the latest operation status and trends observed. He also gave an overview of the new services and equipment scheduled for the second half of the year. The meeting also saw the sharing by a number of colleagues on how they thought GHK has been doing and their hopes and aspirations for the hospital.
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Over 400 children get inspired at “Doctor For A Day”
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GHK is always on the lookout for means to engage the community. Following the success of previous internal sessions, “Doctor For A Day” greeted over 400 enthusiastic children during the public sessions staged on 24 and 25 June.
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GHK welcomes Food and Health Bureau and Department of Health
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We had the pleasure of welcoming Dr Ko Wing Man, Secretary for Food and Health, and senior officials from the Food and Health Bureau and Department of Health on 8 June.
Hosted by Dr Tan See Leng, Group Chief Executive Officer and Managing Director of Parkway Pantai, and Mr Tsang Yam Pui, Chief Executive Officer of NWS Holdings Limited, the visit gave us a good opportunity to showcase our state-of-the-art facilities and services and the uniqueness of our operation model designed to meet the needs of the people of Hong Kong.
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